[논문]PCSI 지수를 활용한 국방 서비스품질 분석 및 실증적 비교분석 -100인 미만 소기업 중심으로

남윤욱; 고동현; 김현민; 이관우

doi:10.7469/jksqm.2023.51.1.37

[국내논문] PCSI 지수를 활용한 국방 서비스품질 분석 및 실증적 비교분석 -100인 미만 소기업 중심으로
Analysis of Defence Service Quality using PCSI Index and an Empirical Comparative Analysis - Focusing on Small Businesses less than 100 Employees 원문보기

品質經營學會誌 = Journal of Korean society for quality management, v.51 no.1, 2023년, pp.37 - 54

남윤욱 (국방기술품질원) , 고동현 (국방기술품질원) , 김현민 (국방기술품질원) , 이관우 (국방기술품질원)

Abstract ▼ AI-Helper

Purpose: A main aims are to check the level of satisfaction of service quality and derive service quality factors in the field of defense quality assurance activities that need improvement. Furthermore, the paper presents a basic data for identifying future development directions. Methods: Classify the level of service perceived by customers and calculate the customer satisfaction coefficient and PCSI index. In addition, the direction of future research is established by empirically comparing and analyzing the data of this study and the past data. Results: The paper derive the service quality factors to be provided to small businesses in the current state. Moreover, It shows the increasing trend of new companies using comparative analysis with past data Conclusion: Since the new company consists of small businesses with less than 50 employees, further research on small businesses is needed in the future.

주제어

표/그림 (18)

그림 Figure 1. A Basic Procedure for Quality Assurance Activities
그림 Figure 2. Quality Identification Methods of Kano Model
표 Table 1. A Survey Method of Kano Model
표 Table 2. A Quality factor evaluation table of Kano Model
표 Table 3. A Formula of Customer Satisfaction Coefficient
표 Table 4. A Formula of Potential Customer Satisfaction Improvement Index
표 Table 5. Properties of Service Quality related to Defence Quality Assurance Activities
표 Table 6. Configures of Questionnaire
표 Table 7. Demographic Characteristics
그림 Figure 3. A Conceptual relationship between S-M business and small enterprise
표 Table 8. Survey Results of Service Quality related to Defence Quality Assurance Activities
표 Table 9. PCSI Index of Service Quality related to Defence Quality Assurance Activities
그림 Figure 4. PCSI Index Results and Current Position for Quality Assurance Activities
표 Table 10. A Comparison of Customer Satisfaction Coefficient and PCSI Index
그림 Figure 5. A Comparison of CS-Coefficient
그림 Figure 6. A Comparison of Current Position
그림 Figure 7. A Comparison of PCSI index
그림 Figure 8. A Number of New Contractors Registered for IQIS

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